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Version: 5.13

Call Control

Call States​

IconDescription
Call is ringing
Call is active
Call is on hold
Call physically ended but still signalized for Wrap-Up
Call error

Make a new call​

  1. Optional: Open keypad
  2. Type in name or phone number (either via keyboard or keypad)
  3. To place the call press the button or select an entry from the list

Click-To-Dial​

  1. Open a CRM record with configured Phone fields (e.g. Lead or Contact)
  2. Click on the phone number to perform a call
info

If there is already a call going on, the number is prefilled into the consultation call field

Answer incoming call​

  1. Press button to answer call

Interacting with Notifications​

  1. Press on notification to either
    1. On an inbound call: Answer the call
    2. On a campaign call: Bring the gadget to front to interact with the campaign call
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Notifications are only supported for Chromium browsers.
Firefox no longer supports HTML 5 notifications triggered from third-party IFrames (ref).

End ringing outgoing call​

  1. Press button to end call

Hold / Retrieve call​

  1. Press button to hold call
  2. Press button to retrieve call

Make a single-step (blind) transfer​

  1. Open transfer call panel during call
  2. Type name or phone number via a keyboard or select a speed dial number with the button
  3. To transfer the call click Dial button or select an entry from the list

Make a consultation (warm) transfer or conference​

  1. Open consult call panel during call
  2. Type name or phone number via a keyboard or select a speed dial number with the star button
  3. To start consult call Click the dial button or select an entry from the list
  4. Click button to transfer call
  5. Click button to start conference

Re-Dial​

  1. Click button to open the Re-Dial list. This button is only visible if at least one outbound call has been done.
  2. Click on the phone number to re-dial
  3. Click on the contact name to open it
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Contacts are only available after Click-to-Dial

Select Wrap-Up reason code​

  1. Press button to open Wrap-Up reason panel
  2. Choose Wrap-Up reason by selecting entry on selection field

Info: Button is not visible if no Wrap-Up reason codes are configured on system or Wrap-Up is not allowed.

Optional for CCE: Request optional Wrap-Up​

  1. Press button or directly select a Wrap-Up reason from the field to request Wrap-Up
  2. Button on button bar gets green if Wrap-Up is requested
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Only available if optional Wrap-Up is allowed by the system

Send keytones (DTMF)​

  1. Press button to open DTMF panel
  2. Type in DTMF keytones (either via a keyboard or keypad)
info

Allowed keytones: 0-9,*,# (CCX & CCE) and A-D (CCE only)

Share a record​

  1. Press button to share the currently open object record
  2. A link with the shared record appears on call work item of both call parties
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A short visible color change on this button shows if sharing was successful (button is green) or not (button is red)

Create new a record​

  1. Open «Create New» dropdown menu
  2. Select the desired item type
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The list is populated with the options set up in the call center definition file.

End call​

  1. Press button to end call
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Depending on the system configuration, a call Wrap-Up state follows

Optional: End wrap-up state​

  1. Press button for follow-up agent state «Ready»
  2. Press button for follow-up agent state «Not Ready»
  3. If multiple «Not Ready» reasons are configured a dropdown is shown where the reason can be selected
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The follow-up agent state can also be set via the agent state bar (see section Change agent state)

Optional: Silent Monitoring Call​

This feature can be enabled or disabled by your Salesforce Administrator.

  1. If a Supervisor is monitoring your call, the eye icon appears in the top right corner.
  2. Hover over the eye icon to see the Supervisors' extension as a Tooltip.

Optional: Call Activity Handling​

Open a call log activity​

  1. Click link to open the call log activity

Set a call log activity note​

  1. Click on activity note text to open text area field
  2. Enter text for the activity note
  3. Click outside text field to save changes

Assign current record to call activity​

  1. Press button to assign currently open record to call log activity
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The icon reports whether the record assignment was successful by turning green or red